CustomerServiceAgentatShapeways

Shapeways
Shapeways A 3D printing marketplace.

Be a creative problem solver and a unique contributor! As a Shapeways customer service Agent work alongside some of the most technically creative employees and customers.

Shapeways is changing the way people can get access to and use 3D printing in their everyday lives. Our smart, engaged, fun team works with cutting-edge technology every single day. With offices in NYC and the Netherlands, we're bringing together passionate people to change the future and enable everyone to be a creator.

Shapeways is the leading global B2C 3D printing community and marketplace. Printing in over 60 different materials and finishes, we've printed over 8 million products for our community, and enable 45,000+ shop owners to sell through our marketplace.



Why is a Customer Service Agent important to us? Shapeways is the world’s largest 3D printing marketplace and community that empowers designers to bring amazing products to life. We are looking for a Customer Service Agent, who will hold the key to our customers’ satisfaction. You will answer questions regarding our platform and 3D printing services, guide them on how to get their 3D models ready for production, and liaise with several cross-functional departments to ensure on timely delivery of quality products. Instilling the belief in the mission of Shapeways; to bring the 3D printing revolution to the world. {This position is based in Long Island City (Queens) NY and will require working weekends}

As a Customer Service Agent you will:

  • Answer any incoming email inquiries concerning accounts, orders, modelling, quality or materials
  • Provide solution based replies to customers in a timely fashion and will be responsible for pro-active and thoughtful follow up
  • Coordinate with Supply Chain Management on order fulfillment, timelines and process
  • Oversee post-production concerns and quality assurance issues, process corrections, improvements and provide feedback to necessary cross-functional teams
  • Enable valuable customer feedback to our Product, Marketing, and Supply Chain teams to increase the quality of our website and products
  • Work effectively within the team by sharing ideas, making recommendations and supporting decisions
  • Lend cross-team support and act as a support and resource for co-workers
  • Build for the future by seeking continuous improvement and reaching team goals

You might be a good fit if you:

  • Have 2 plus years in a customer service capacity with the ability to handle high volume communications via email (appox. 40 – 60 emails per day)
  • Are definitely able to work evenings, weekends and / or Holidays and be able to keep a flexible schedule during high volume production periods – This role will include working Saturdays.
  • Possess experience working with Zendesk, Desk.com or similar ticketing tools and working knowledge of Microsoft Office suite Google docs and Gmail
  • Possess confident typing (type 45+ words per minute) writing and verbal communication skills especially when electronic communication is the only available medium
  • Are highly customer oriented with a strong ability to empathize, collaborate and troubleshoot
  • Are Comfortable addressing customers in an informal yet professional manner no matter what the tone or situation
  • Are a creative problem solver, resourceful, pro-active, accountable and innovative
  • Have been proven to be a team player – flexible and willing to go with the (work) flow - ready for the challenge of working in an ever-changing startup environment
  • Possess e-commerce / internet / web experience
  • Have knowledge of 3D / CAD software is ideal

Why join our team?

Shapeways is breaking new ground in the field of 3D printing. With our website and marketplace for designers, our goal is to give everyone access to the revolution of additive manufacturing. This isn’t your typical web business – we have a physical product at the back end. If you’d like to work in a dynamic, collaborative, respectful environment where colleagues share ideas and encourage each other to think creatively, Shapeways is just what you’re looking for…


Perks at Shapeways -

Benefits and perks include:

  • Comprehensive Health Package - We offer a great medical plan option that provides coverage to the employee for free
  • 401(k) with Safe Harbor matching- Join the team and we will invest in your future
  • Parental Leave: Generous Paid time off for new parents
  • Ample Paid Time Off- PTO plus sick days. Whether it’s traveling the world, taking a mental health day, or going to the dentist... because Life.
  • Great Snacks and Free Lunch- Fully stocked fridge, and fancy coffee. Also, daily catered lunch at our Long Island City and weekly catered lunch in our Manhattan office.
  • Regular Happy Hours- Cheers to themed happy hours! Enjoy extra time for getting to know your teammates.
  • Learning and Development- We provide access to an e-learning platform that will expand your skill set and a recognition program that helps Shapies earn money to invest in their development.
  • Unlimited 3D Printing- Every employee receives $100 of Shapeways credit each quarter to make or buy.
  • Working with some of the most talented, passionate, creative innovators in NYC. Best culture out there!
  • You’ll also have the coolest desk toys anywhere. Fun is part of our DNA – a sense of humor is a must!







We want the women of Shapeways to feel supported so we put effort into getting together for outings that include good women inspired conversation, food and drinks. We even have our own Slack Chat!

Overall Shapeways is committed to employing a diverse group of people that are passionate about our business. We have mentorship and leadership 1:1's in all departments career goals are clear and consistently discussed.

Because we strive to be a diverse group of people, our environment is rich with opportunities for women to learn, share and pursue career advancements. And let's not forget work life balance! In addition to our generous PTO program - for those women who are expanding their families - we have a great health care plan as well as 12 weeks paid time off.

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Shapeways
A 3D printing marketplace.

Shapeways is the leading global B2C 3D printing community and marketplace. Printing in over 60 different materials and finishes, we've printed over 8 million products for our community, and enable 45,000+ shop owners to sell through our marketplace.

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